Service HTML: Copy Service Request Fails

(Doc ID 2392991.1)

Last updated on APRIL 30, 2018

Applies to:

Oracle Customer Support - Version 12.2.6 and later
Information in this document applies to any platform.

Symptoms

From the Agent Dashboard the function Copy Service Request sometimes succeeds and other times fails.

Steps:

(R) Customer Support Specialist
(N) Agent Dashboard

 - Search for Existing Service Request (i.e. 123)
 - Under 'Actions': Copy Service Request. Click 'Go'.
 - Update Problem Description Summary
 - Apply and new Service Request is created successfully

   => SR 124 was created (Copied from 123)

 - Attempt to copy "SR 135 - Test"
 - Under the Product Information region, there are more fields: Address, Revision (twice), System...

   => Users may encounter an error on the Address field:
        "Select a valid value. Click on Magnifying Glass."

 - Remove the contents of the Address field
 - Apply

  => The record saves with the same address that caused the error.

Cause

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